ServiceNow Operational Analyst

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RTX is an Aerospace and Defense company that provides advanced systems and services for commercial, military and government customers worldwide. It comprises four industry-leading businesses – Collins Aerospace Systems, Pratt & Whitney and Raytheon. Its 185,000 employees enable the company to operate at the edge of known science as they imagine and deliver solutions that push the boundaries in quantum physics, electric propulsion, directed energy, hypersonic, avionics and cybersecurity.

To realize our full potential, RTX is committed to creating a company where all employees are respected, valued and supported in the pursuit of their goals. We know companies that embrace diversity in all its forms not only deliver stronger business results, but also become a force for good, fueling stronger business performance and greater opportunity for employees, partners, and investors.

Job Summary

The RTX ServiceNow team is looking for a ServiceNow DevOps Analyst for their ServiceNow Operations team. This hybrid role offers the best of both worlds—hands-on platform development combined with operational leadership. This resource will play a critical role in ensuring platform stability, driving daily operations, and working within a high-performing team focused on continuous improvement. This is an exciting opportunity to make a significant impact within a fast-paced, mission-driven environment!

Duties and Responsibilities:

• Support the ServiceNow Ops team, providing guidance on incident resolution, platform maintenance, and best practices.
• Perform daily operations including incident, change, and request management tasks.
• Monitor and adhere to the Service Management KPIs and metrics.
• Monitor system health, performance, and integrations to ensure platform availability and reliability.
• Design, build, and implement scalable solutions on the ServiceNow platform, including custom applications, workflows, and integrations.
• Develop and maintain business rules, client scripts, UI actions, and other configuration items.
• Participate in Agile sprint planning and backlog grooming; contribute to code reviews and testing processes.
• Collaborate with stakeholders to translate business requirements into technical solutions.

Required Skills, Knowledge and Abilities:

• 5+ years’ experience in ServiceNow development and production support/DevOps.
• Experience working in a fast-paced IT operations/support team in a ServiceNow environment.
• Proficient in daily operations including incident, change, and request management tasks.
• Experience working across various ServiceNow Modules (ITSM, HRSD, ITOM, CSM, Agent Workspace, Portal).
• Proficient in JavaScript, REST/SOAP integrations, Flow Designer, and other platform tools.
• Understanding of how ITIL practices work together to provide effective service management product lifecycle and create business value and positive customer outcomes.
• Experience with the SDLC including Requirements Analysis, Design, Installation, Development, Testing (application code and user acceptance), and Deployment.

• Experience in working closely with QA teams, reviewing test plans.

• Experience in assessing and solving medium to complex issues imposed by nature of business, also, to carry out detailed impact assessments for proposed change requests, proposing alternative cost-effective solutions where appropriate.

• Proven experience and comfortable in managing multiple priorities and relationships with stakeholders to ensure deliverables meet critical business needs and timelines

• Strong time management and self-motivation skills

• Deep technical capability and ability to drive technical conversations and changes aligned with project and digital technology goals

• Self-starter, adaptable, detail oriented, strategic thinker

• Action oriented and results driven with an ability to drive new and innovative solutions in alignment to the organizations / functions strategy

• Ability to clearly and succinctly communicate with multiple levels in the organization.

• Experience supporting a large customer base.
• Experience with SAFe and Agile software development methodologies.

• Excellent written and verbal communication skills.

• Excellent interpersonal and collaboration skills required to work with different levels of business leadership, business users.

Required Education and Experience:

• This position typically requires a Bachelors’ Degree in IT or related field and at least 5+ years of applicable professional experience or a Masters’ degree and 5 years of experience.

Preferred Qualifications:

• Certified ServiceNow Administrator
• Certified ServiceNow Developer
• ITIL Certification 

RTX adheres to the principles of equal employment. All qualified applications will be given careful consideration without regard to ethnicity, color, religion, gender, sexual orientation or identity, national origin, age, disability, protected veteran status or any other characteristic protected by law.  

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